Airbnb: AI assistant cuts support cost per booking by over 17% in a year
Airbnb says it resolved roughly 40% of all support issues without a human agent in the third quarter; the figures are the company's own statement.
What's happening
According to CX Dive, Airbnb's customer support cost per booking fell by more than 17% in a year. On the company's third-quarter earnings call, Brian Chesky credited this largely to improvements in its AI assistant. The company is also extending the assistant to voice support in the U.S.
Whose desk it lands on
The contact center leader. Once the AI assistant moves onto the phone, which calls do you hand it first?
Our view
The CX Brief's interpretation, not a claim made by the source.
Airbnb defends its AI assistant with two figures: roughly 40% of issues are closed without a human agent, and the customer support cost per booking has fallen by more than 17% in a year. Because it is Chesky who credits the assistant with the cost reduction, the real test will be how these two figures change once the assistant moves into voice support.
